Patron Services Manager

Date Posted: 2020-02-20 16:47:47

Pay: $

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Job Description

ACT of Connecticut, a new professional theatre in Ridgefield, CT that opened in 2018, seeks a full-time Patron Services Manager. This role is highly visible and interacts with patrons, sponsors, creative teams, producers and actors. Essential functions include, but are not limited to, the following:,
Box Office Management,
\x95 Provide exceptional customer service to patrons. Reply to patron emails and phone calls daily. ,
\x95 Directly responsible for managing all day-to-day ticket sales, including in-person and phone sales as well as day of show box office sales.,
\x95 Create and maintain events and season packages in Vendini ticketing system. Assign seat pricing, discount codes, group sales codes, etc. Create patron rosters for every event and distribute to management. Develop other reports as needed.,
\x95 Create emails in the Vendini ticketing system to remind patrons of upcoming performances as well as thank you emails to send after attendance.,
\x95 Reserve appropriate number of producer seats, creative team, VIP and press holds for every performance. Process complimentary tickets as needed. Manage seat holds weekly and discuss when seats can be released. ,
\x95 Develop tracking system for VIP attendance, VIP parking and ADA required seating. Prepare theatre as needed.,
\x95 Address all customer concerns regarding ticket purchases including, but not limited to, refund and exchange requests, credit card charges, etc. Consistently uphold theatre polices regarding refund and exchanges. ,
\x95 Manage group sales process. Identify targeted groups for each production, proactively contact to provide information and follow-up as needed to finalize group sales.,
House Management,
\x95 Responsible for overall patron experience during events. Maintain all public areas visited by patrons, including but not limited to, the grounds (theatre entrance, driveway and parking lot), lobby, hallway, public restrooms, house, etc. Uphold stringent quality standards regarding cleanliness of all areas immediately before opening the building.,
\x95 Communicate with stage management to manage opening/closing of house and performance starting times. Work with Directors of each production to establish appropriate enter/exit times and usher placement.,
\x95 Manage FOH team and Volunteer ushers, including recruitment, training, scheduling and management for every performance. Volunteer training occurs ,
\x95 Pre-print VIP tickets,
\x95 Update ShopKeep software for concessions. Reconcile cash box and produce reports after every performance. Maintain inventory of all items. Work with vendors to procure products for concession. ,
\x95 Resolve any customer service issues that arise during performances and follow through to resolve any issues. ,
\x95 Maintain lobby media.,
\x95 Manage emergencies during performances.,
\x95 Ensure safe environment for patrons, including salting walkways, etc.,
\x95 Report to General Manager any issues that need to be resolved.,
Company Management,
\x95 Coordinate hospitality needs with stage management. ,
\x95 Manage opening night party: maintain RSVP list, coordinate with sponsor restaurant, etc. ,
Other duties include,
\x95 Act as a resource for creative teams and crew, assist with time sheet and reimbursement forms as needed ,
\x95 Highly motivated self-starter, a hard worker with a high energy level; a \x93doer\x94 with a willingness to work hands-on assisting patrons as well as staff; a true team player,
\x95 A strategic thinker and problem solver, ability to prioritize, identify critical issues and work towards results ,
\x95 Possess high standards of integrity, professionalism and reliability,
\x95 Ability to maintain a high level of poise and professionalism in all circumstances,
\x95 Strong attention to detail and excellent customer service skills,
\x95 Advanced computer skills,
\x95 Flexible availability for mornings, evenings and weekends,
\x95 Experience with Vendini or other ticketing platforms preferred,
"\x95 Bachelors Degree in Theater Management, Arts Administration, Hospitality, Marketing or similar field preferred",
Physical Requirements,
\x95 Ability to access all areas of the facility, with prolonged standing, sitting, bending, stooping, kneeling, crouching, lifting, carrying materials weighing up to 25 lbs.,
\x95 During non-production periods, hours are M-F, 10am \x96 6pm or 11am \x96 7pm,
\x95 During production, the schedule changes to include evening and weekend hours and days off will vary,


Job Benefits

None provided other than pay


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